Business ProfileforMain Street Urgent Care

I am a RN of 24 years, currently working for an insurance company where I always advocate for our members and often investigate for insurance fraud/abuse by healthcare providers. I am filing this complaint on behalf of my 20 yr old son, with his consent and full support. I am also advocating for all other affected patients seen at MainStreet across the country.3/8/24: My son was seen at The Main Street Urgent Care in **********, **. He paid the $20 co-pay with his credit card. He was being seen for acute, ongoing abdominal pain that was so intense that he felt that he could not breath at times. The pain and anxiety were so severe that he does not even remember signing anything, being told anything related to MainStreet's billing or keeping his credit card info. His pain, anxiety, fear prevented him from fully processing any new information. He has no memory of agreeing to their billing policy. Like most, he was desperate to be seen and helped, no other UCs were open. 3/24/24: My son received a TEXT on his phone that said the following "********************! Thank you for your visit to MainStreet on 3/8/24. Your insurance company has responded, and you have a balance due $32.46. This balance will be processed automatically in 5 calendar days using the payment method you provided. To opt out of messages for this visit, text STOP"There was option offered for YES or NO. So, he did not have the opportunity to give consent for that transaction. I am not exaggerating when I say that the odds of getting anyone on the phone with any ********************************* are slim to none. When I did get an ******* ********************** to return my call, she hung up on me the moment I brought up consents signed under duress.4/1 /24: He received a TEXT message from MainStreet that said "Thank you for your payment MainStreet took it upon themselves to charge $32.46 to his credit card. Apparently, MainStreet Urgent Care has something they call EZ Billing policy and they have patients sign the consent forms upon arrival allowing them to keep your credit card/debit card information AND basically have free reign on charging credit cards/debit cards amounts of money that THEY say are owed. However....MainStreet can (and do) make errors and they would take the incorrect amounts of money from people's accounts.We have insurance. **Insurance tells us what we owe. Not the provider**. Insurance provides every member an Explanation of Benefits and the "Allowed Amount" tells us what the provider is allowed to charge us, per the provider's contracts with the insurance company. They cannot charge one ***** more than that allowed amount. See the problem with a provider keeping card info and taking money?Per Federal Govt's Electronic Funds Transfer Act, no business can just choose to keep customers' credit card/debit card info on file. Even EZBill policy consent forms are part of online booking for a time slot/appointment at MainStreet Urgent Care. Online check-ins are the ONLY option, as you cannot call ahead. Urgent Care facilities typically see people in pain, discomfort, anxiety, fractures, sprains, flu, pneumonia, even chest pain, etc). Pains influence on cognition can significantly impact the cognitive domains required to obtain a VALID informed consent. Research suggests that optimizing pain relief can improve decision-making while obtaining consent. Legal implications concerning consent include signing consent while in duress or pain, signing under the influence of opioids, and determining if withholding treatment until consent is obtained may be considered coercion. Note** The consents (Including the billing policy, keeping card info) are to be signed electronically when you are booking appt/registering online through their website. Section 10 POLICIES has a link that has 21 pages of their billing policy, only 2 options to select/fill out, which are NAME and I AGREE. If you do NOT agree to their all polices/have questions, you are prevented from going to Section 11. If you click Next w/o agreeing, your check-in is stalled/stuck, "Please Consent by filling in your name" and " Please consent by checking the box" pop up in red. You cannot get medical help with MainStreet without agreeing to let them keep your card info and take money from your accounts when they decide. Seems a lot like coercion from those who are sick, in pain, scared, in desperate need, unable to read 21 pages of a link, when your UC is the only one open at certain hours. And no one to assess whether the patient is able to even participate in the consent process.Then, upon arrival there are NO STAFF at front desk waiting area, as it is a virtual check-in at a kiosk where you enter a check-in code and swipe your credit card/debit card to pre-pay for services. No option to pay cash or check, no one to listen to your questions. Sit and wait to be called back to be seen.They are doing this to everyone, the elderly, the sick, people weakened by pain/sickness, time sensitive urgency of medical needs. This is a highly unethical practice that negatively impacts vulnerable people.